Global Coaching Lead (Learning & Development)

Lead the design, implementation, and continuous improvement of coaching frameworks across multiple programs.

Develop coaching playbooks, coaching guides, scorecards, feedback templates, and best practices.

Standardize coaching methodologies to ensure consistency across global locations.

Ensure coaching initiatives align with operational KPIs, quality expectations, client requirements, and player experience objectives.

Drive coaching governance and continuously improve coaching processes using operational insights and performance data.

Support coaching readiness during new client implementations, process transitions, and operational changes.

Coach, mentor, and develop Team Leaders to improve their coaching effectiveness.

Deliver Train-the-Coach sessions across global teams.

Observe coaching sessions and provide structured feedback to improve coaching quality.

Implement coaching calibration sessions to ensure consistency across sites.

Identify coaching capability gaps and partner with Operations, QA, and L&D to implement targeted development plans.

Support performance improvement initiatives through structured coaching interventions.

Define and continuously improve Grad Week and post-training coaching frameworks.

Partner with L&D and Operations to ensure smooth transition from classroom training to production.

Provide structured coaching during shadowing and nesting activities.